negative user feedback: to respond or not?
DESCRIPTION
Here are some best practices to follow when it comes to engaging, or not engaging, with negative online reviewers.TRANSCRIPT
Negative Online PostersTo engage or not to engage?
That is the question.
So you’re doing a daily checkup on
various platforms,
fielding questions and
interacting with
customers.
When all of a sudden…
A user comments
with negativity and a poor
review of your brand.
And he/she probably looks a little like this
guy.
Relax.
Take a moment to analyze the
comment.
Don’t respond without thinking.
Because…
Handled properly,
your customer could end
up like this:
BUT handled
incorrectly, your
customer is still going to look like this
guy:
If you’re committed
to having an online
presence, it’s your duty to
respond to users, in
most cases.
Our advice:
Reply once, keeping the response short and sweet.
“We apologize that you were dissatisfied with your project. Your satisfaction is very important to us. Please call us directly at (555)555-5555, and we will do our best to
address your concerns.”
Example
When not to engage:
If a comment or review is so outrageous that it is simply unbelievable, the best course of action may be to not respond at all.
In the end?
Kill ‘em withkindness
Takeaways:
Resist the urge to argue your point
Focus your effort on making the poster feel that their concerns are being heard
The goal is to get the conversation off-line, which is exactly what you want to happen